The research shows that a majority of the 1,000 companies in the study are failing to meet customer expectations and costing millions of dollars in lost customers and unnecessary internal follow-up work. The average response time to handle a customer service request is 12 hours and 10 minutes ( Tweet this!).Only 20% of companies are able to answer questions in full on the first reply ( Tweet this!).97% of companies do not send a follow up email to customers to see if they are satisfied with the response ( Tweet this!).90% of companies do not acknowledge or inform the customer that an email has been received ( Tweet this!).62% of companies do not respond to customer service emails ( Tweet this!).The study shows several alarming trends based on the response of 1,000 companies and a list of best practices based on the top performers. Based on the speed, quality and tone, we scored each response out of 100, where 1 is poor and 100 is excellent. To keep the study simple, we sent one customer service email template to each of the 1,000 companies with two questions. What others can learn from "best in class" companiesĪnswering customer emails is a good sign of how companies manage customer support.How companies manage and respond to customer support requests.How companies compare to each other in customer service.When you read the customer service benchmark report, you will learn: The report, which is 25 pages of customer support insight, took several months to complete, and is now available. The Customer Service Benchmark report, is a study of how 1,000 companies handle customer support. With that in mind, we wanted to identify how many businesses actually deliver excellent service. And yet, only 8% of customers believe that they are receiving excellent service – meaning that there are many businesses out there that believe the service they provide to their customers is better than they think. In a 2005 study titled “ Closing the delivery gap”, Bain & Company found that 80% of companies believe they are delivering a superior service. In fact, research has found that 60% of customers are willing to pay more for a better customer experience. To create loyal and happy customers, we have to deliver excellent customer service. 12 customer service influencers share their insights about the new study.Key findings and take aways from new customer service study.The SuperOffice customer service benchmark report.The $62K figure is a little more than half of what they would like to earn ($109,250) from the content business. All-in creators say they’ll gross $108,199 in revenue in 2023 and will pay themselves $62,224 - a gross margin of 59%. Using paid memberships/communities is a tactic to watch it ranks 8th-most common, but 5th-most profitable among all the monetization tactics content creators use.The top three monetization channels content creators use are consulting/coaching, book publishing and online classes those three are also the most profitable, say creators.These tools run the gamut from content production tools, to business management software. Technology expenses cost $1K per year during the first three years, and 2K per year thereafter.Content creators spend $10.7K on average to start their business, and over half (66%) rely on savings to fund their new venture.People we surveyed say it takes five months to earn the first dollar, 13 months to go full-time, and 18 months to fully support themselves. Creators should plan for an 18 month runway.3 in 4 are using AI tools – whether researching new topics, developing creative assets, honing their writing or predicting churn rates.These are not influencers in search of massive followings they are successful business owners with a niche audience and a narrow focus. Content creators have 4,000 followers on average, and they use just four channels to reach their audience.
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